Center Data Csr
Resume:
JAMARL PONDS
**** ******** *****, *********, ** *9073 · Phone: 803-***-****
Email: advix4@r.postjobfree.com
I have a background in communications, training, healthcare, project management, brand management &websites. I have an undergraduate degree in English and Master’s degree in Human Resources Development. As a Certified instructor for the semi-annual Compliance Challenge for eight years, I am recognized for strong collaborator efforts, leveraging in-depth knowledge of the need for effectively engaging employees to create a feeling of ownership in meeting and exceeding customer requirements. I bring 15 years of experience in the following areas:
Data analytics
Quality assurance
Brand management
Customer service
Strategic planning and facilitation
LMS troubleshooting
HTML & front-end design
EXPERIENCE
JUNE 2021 – MAY 2022
ELIGIBILITY AND IMPACT WRITER, Synergy Partners
Maintain and update various internal reports and spreadsheets.
Analyze legislation and government regulations.
Gather data and make eligibility determination for the CARES Act ERC.
Document and write employer eligibility statements for clients ranging from small employers to Fortune 500 companies.
JUNE 2018 – MARCH 2021
E-LEARNING DESIGNER, palmetto gba
Ensured business training and educational needs are met by creating, developing, writing and implementing training material, programs and curriculums for both internal and external customers.
Promoted blended learning solutions and the use of innovative technology and tools to meet business goals of developing a high-performing workforce.
Produced Web-enabled e-learning, traditional educational materials, or a blended solution using leading-edge technology.
Provided guidance and training to new hires on HIPAA privacy and security policies and procedures, including determining and capturing disclosure for the release of PHI as well as semiannual compliance refresher training.
Designed, tested and created TBTs (e-learning), converted content written by trainers/subject matter.
MARCH 2007– JUNE 2018
TRAINING SPECIALIST, palmetto gba
Partner with management to ensure training meets operational goals and objectives, while maintaining brand awareness
Work with Palmetto GBA call centers to analyze how tasks are performed to identify better ways to allocate work and resources to save time.
Help “focus groups” identify key issues, gather information, and outline action plans to address opportunities for improvement.
Analyze quality control data and conduct research to translate information into required action tasks, which forms partnerships between Quality Assurance, Training, and Operational areas.
Actively participate in training work groups and committees and provide recommendations to achieve goals.
Provide guidance and training to new hires on HIPAA privacy and security policies and procedures, including determining and capturing disclosure for the release of PHI as well as semiannual compliance refresher training.
Designed, tested and created TBTs (e-learning), converted content written by trainers/subject matters experts into online training modules using industry standard authoring tools (Toolbook & Adobe eLearning Suite) and graphic design.
Provided LMS analytics and system troubleshooting solutions.
Conduct annual Compliance Challenge classes, focusing on HIPAA privacy and security.
Conduct technical, interpersonal, and conceptual training classes (process improvement, teambuilding, systems training, teamwork, strategic planning, etc.)
MARCH 2007– JUNE 2018
INSTRUCTIONAL WRITER, PALMETTO GBA
Partner with management to ensure training meets operational goals and objectives, while maintaining brand awareness
Work with Palmetto GBA call centers to analyze how tasks are performed to identify better ways to allocate work and resources to save time.
Help “focus groups” identify key issues, gather information, and outline action plans to address opportunities for improvement.
Analyze quality control data and conduct research to translate information into required action tasks, which forms partnerships between Quality Assurance, Training, and Operational areas.
Actively participate in training work groups and committees and provide recommendations to achieve goals.
Provide guidance and training to new hires on HIPAA privacy and security policies and procedures, including determining and capturing disclosure for the release of PHI as well as semiannual compliance refresher training.
Designed, tested and created TBTs (e-learning), converted content written by trainers/subject matters experts into online training modules using industry standard authoring tools (Toolbook & Adobe eLearning Suite) and graphic design.
Provided LMS analytics and system troubleshooting solutions.
Conduct annual Compliance Challenge classes, focusing on HIPAA privacy and security.
Conduct technical, interpersonal, and conceptual training classes (process improvement, teambuilding, systems training, teamwork, strategic planning, etc.)
AUGUST 2006– OCTOBER 2007
LEARNING AND DEVELOPMENT TRAINING SPECIALIST, PALMETTO GBA
COLUMBIA, SC
Conducted technical and non-technical classes, administer tests, and supervise trainees (prepackaged courses, technology-based training, new-hire orientation, introductory PC
training, team training, etc.), gather data from quality audits and team development surveys, (documentation processing) and track and monitor team interactions and provide post-course feedback to trainees.
Designed and created TBTs (e-learning), converted content written by trainers/subject matters experts into easily understood online training modules using application software specifically developed for online training.
Performed maintenance on and maintained Learning Management System, produced reports, grade tests, etc. Collected survey information.
OCTOBER 2005– MAY 2006
CUSTOMER SERVICE SPECIALIST, PALMETTO GBA
COLUMBIA, SC
Served as team lead, assisting customer service reps in ensuring accuracy of calls.
Trained and tested new job processes in various settings.
Maintained access database and excel spreadsheets to track call center data and trends.
Supported call center CSR’s.
Participated in workgroups, meeting, and conferences to improve overall call center
performance.
JUNE 2004– AUGUST 2006
CUSTOMER SERVICE REPRESENTATIVE, PALMETTO GBA
COLUMBIA, SC
Performed customer service duties for Medicare beneficiaries.
Served as peer mentor. Performed on-the-job and team training for new and current employees.
EDUCATION
MAY 2008
MASTERS OF ARTS – HUMAN RESOURCE DEVELOPMENT
WEBSTER UNIVERSITY
COLUMBIA, SC
MAY 1998
BACHELOR OF ARTS - ENGLISH,
UNIVERSITY OF SOUTH CAROLINA
COLUMBIA, SC
SKILLS
Development Dimensions International certified workforce facilitator
Daniel Management Center’s facilitator certification
Ulysses Service Mentor facilitator
Certified Corporate Compliance Trainer
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